Complaints

If something went wrong, tell us

We would rather hear about a problem than have you live with it. This page sets out how a complaint to XYZ is raised, what happens to it, and what you can do if you disagree with the answer.

Contact support See the procedure
01 — Procedure

From first message to final answer

Six stages, each with a clear hand-over to the next.

  1. Before you file

    Talk to support

    Most problems are a misunderstanding or a fix away. Tell the support team what happened; if they can put it right there and then, you are done.

    Contact support
    01
  2. Step 1

    Submit your complaint

    If support could not resolve it, put the complaint in writing with the details listed below. A written complaint is what starts the formal procedure.

    [PLACEHOLDER - complaints form link and complaints email address]
    02
  3. Step 2

    Acknowledgement

    We confirm that the complaint has been received and give you a reference to quote in any follow-up.

    [PLACEHOLDER - acknowledgement timeframe to be set by compliance]
    03
  4. Step 3

    Investigation

    The complaint is reviewed against your account records: orders, prices at the time, the statement and any correspondence. We may ask you for more information while this is under way.

    04
  5. Step 4

    Outcome

    You receive a written answer that explains what was found, the decision and, where the complaint is upheld, what will be done to put it right.

    [PLACEHOLDER - final response timeframe to be set by compliance]
    05
  6. If you disagree

    Escalation

    If the answer does not settle the matter, you can ask for it to be reviewed again, and you may have the right to take it to an independent body.

    [PLACEHOLDER - senior review contact and external dispute resolution body]
    06
02 — What to include

Give us the facts, we do the digging

A complete complaint is investigated faster, because nobody has to come back to you for the basics.

Where to send it
[PLACEHOLDER - complaints email, postal address and online form]
How long it takes
[PLACEHOLDER - acknowledgement and final response timeframes]
  • Your full name and the email address you registered with01
  • The login number of the trading account concerned02
  • The date and time of what happened, with your time zone03
  • The instrument, order or payment it relates to04
  • A clear description of the problem, in the order it happened05
  • What you would like us to do to resolve it06
  • Screenshots, statements or messages that support it07

Legal documents

The Complaints Handling Procedure sits alongside the Client Agreement and the other documents that govern your account.

Legal & compliance FAQ

Short answers on regulation, protection of funds and how your data is handled.

Rather just talk it through?

Support is on live chat 24/5 from the client area, or by email.

Contact support Read the FAQ